Course Description:

The actions of front office staff can create loyal patients or drive them away. Training new front office employees and maintaining high quality standards for your existing team takes time and effort, both in short supply, yet how they interact with patients in person, on the phone, their follow up, collection activities etc. tie directly to how happy patients are with your practice. This session will be a great help for your office staff meet your standards including friendliness, dependability, attention to detail, responsiveness and empathy. Expert Tracy will guide you to design and create effective process for your front desk staff. She will help your new and existing staff to understand what’s required for an efficient, effective front desk, and know exactly how to make it happen.

Learning Objectives:

• Learn to engage patients so they feel heard and valued
• Learn Pre-Visit, Check-In and Check-Out Technology
• Utilize simple phrases for point of service collections
• Strengthen verbal communication skills
• Understand the importance of all front-end processes and how they affect the entire practice success
• Understand rules and regulations that impact front desk
• Understand Insurance, Billing and Points of Services Collections
• Know the Regulatory and Legal Issues for Front Office Professionals
• Learn how to avoid legal mistakes and get protected from court issues

Areas Covered in the Session:

• Front Desk Role Importance
• The Profession of Medicine
• Front Office Fundamental Skills
• Insurance, Billing and Point of Services connections
• Professionalism Customer Services 
• Greeting, Telephone and Scheduling
• Communication & Patient Engagement
• Regulatory and Legal
• Technology Acumen
• Create a connection, not a transaction
• What Patients Want – Perception are Based on Non-Clinical Elements
• Communication and Factors affecting communication experience
• Communication with Patients
• Healthcare Consumerism
• Patient Retention
• Barriers to Communication
• Patient Centered Care – Heart of improving Communication
• Effective Communication Skills
• Non-verbal Element of Communication
• Basic Healthcare Knowledge
• Medical Terminology
• Why Do I Need to Know Anatomy and Medical Terminology 
• Understanding Insurance, Billing and Point of Service Collections
• Medicare and Medicare Advantage Plans 
• Medicaid
• State sponsored Medicaid
• Managed Medicaid
• Commercial payers
• BCBS plans
• Managed Care
• HMO’s PPO’s
• Participating/contracting 
• Networks
• Third party administrators (TPA)
• Health Savings Accounts (HSA)
• Health Reimbursement Account (HRA)
• Educating Patients
• Steps for Successful Front End Revenue Cycle
• Pre-Visit Technology
• Patient Registration
• Patient Portal
• Reminder Calls
• Eligibility and Benefit Verification
• Check-In/Check-Out Technology
• Insurance and Scanning
• Process Payment by credit cards, HAS/FSA cards and checks
• Secure storage of credit card info
• Automatic credit card payment schedules
• Kiosk check in
• Follow-Up Technology
• Regulatory Issues for Front Office Professionals
• HIPAA
• LEP 
• Confidentiality
• Corporate Compliance
• State Law- Minors
• Potential liability risks 
• Payer Regulatory Requirements 
• No Surprise Act (Good Faith Estimates)

Suggested Attendees:

• Healthcare Administrators
• Office Managers
• New and Existing Front Office Staff
• Physicians and Nurses
• Non-Physician Practitioners
• Safety and Security Officers
• Medical Officers
• Practice Managers
• Safety Manager
• Compliance Officers
• Hospital and Medical Staff